Summary
This is an exciting opportunity to be a part of Climate Week NYC, one of the leading global climate events that takes place each year in New York. The role will report into the Senior Events Marketing Officer and support with all our inbound enquiries for our events.
The customer service executive will be responsible for providing exceptional customer support and service to our delegates. Their primary job will involve handling inbound customer inquiries, resolving problems, supporting delegates to register for our events and maintaining customer records in Salesforce.
If required, they will proactively phone our high-profile delegates to help resolve any problems they are facing with the registration process.
It is essential the candidate is pro-active and has good email communication skills plus a strong attention to detail.
About Climate Group
Climate Group is an Equal Opportunities Employer. We are committed to equality, diversity and inclusion, ensuring that everyone in our team has the opportunity to thrive and excel. We welcome and encourage job applications from people of all backgrounds.
Climate Group drives climate action. Fast. Our goal is a world of net zero carbon emissions by 2050, with greater prosperity for all.
We focus on systems with the highest emissions and where our networks have the greatest opportunity to drive change. We do this by building large and influential networks and holding organisations accountable, turning their commitments into action.
We share what we achieve together to show more organisations what they could do. We are an international non-profit organisation, founded in 2004, with offices in London, Amsterdam, Beijing, New Delhi and New York.
About the role
We are seeking a proactive and motivated Customer Service Executive to support our events team in delivering Climate Week NYC, the largest climate event of its kind and one of the leading climate events globally. The role, managed by the Senior Events Marketing Officer is crucial in ensuring we respond to all email enquiries professionally and quickly or it is forwarded to the correct team within Climate Group.
The role will also involve supporting with managing our delegate data. This includes tagging delegates in our CRM, reporting on delegate numbers, sourcing new email addresses for undeliverable contacts.
Key responsibilities will include:
Responding to delegate inquiries via email-
Providing information about our event and the opportunities for delegates that are happening during Climate Week NYC
- Addressing delegate problems and resolving issues in a timely and efficient manner
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Updating customer records and tagging contacts in Salesforce
- Collaborating with other internal teams to delegates have the correct information
- Providing feedback to management on customer trends and concerns
- Maintaining a positive and professional attitude when dealing with delegates
- Identifying and escalating complex issues to the appropriate person at Climate Group
- Adhering to GDPR guidelines
A successful customer service executive should have excellent communication skills, both written and verbal, as well as a strong ability to empathise with customers and handle difficult situations with diplomacy and tact. They should also possess strong organisational and problem-solving skills, be comfortable using technology and software systems, and be able to work independently or as part of a team.
About you
Essential:
Excellent communication skills, both written and verbal-
Strong self-organisation skills, ability to multi-task and adhere to deadlines
- Previous role in responding to inbound email enquiries
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Highly empathetic and a positive attitude
- Strong problem-solving skills to help find solutions to delegates enquiries
- Good attention to detail
- Proficiency in Microsoft Office; Word, and Excel
- Previous experience using Salesforce
Desirable:
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Previous experience working at an NGO
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Experience working in an international organisation
- Experience working on hybrid/virtual events
- Knowledge of Pardot, Cvent would be an asset
Location
Youll be based in our London head office near Tower Bridge (SE1 2NQ), a 12-minute walk from London Bridge station and enjoy the benefits of flexible and hybrid working: 3 days in the office and 2 days from home.
As well as having excellent green credentials, our open-plan workspace offers the ultimate flexibility for your working day, whether youre working collaboratively, hosting a hybrid meeting with your global colleagues, or need some focus time in an acoustic booth or at a standing desk. The building also offers a well-equipped gym, secure bike parking and showers.
Occasional international travel will be required.
What we offer
Our people are at the heart of what we do and are our greatest asset. Youll be joining a global community of bold, ambitious doers who are committed to driving climate action fast.
This is a full-time fixed term 6-month position. The salary offered is £23,180 - £25,750 per annum, based on experience.
In addition to the rewards youll find from working with friendly, passionate people wholl challenge and help you grow, we offer a fantastic benefits package:
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25 days holiday per year, plus public holidays
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Long-service holiday bonus of an additional day after three and six years service
- 10% non-contributory pension scheme after three months service
- Hybrid working
- Private medical insurance and cash plan on completion of probation
- Life assurance
- Monthly wellbeing allowance plus Headspace membership
- Paid leave for volunteering, moving house and getting married
- Season ticket loan
- Bike loan scheme
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Comprehensive learning and development initiatives to help you reach your full potential
Apply now
Submit your application now using the Apply for this job button.
Applications for this position should come in the form of a CV and one-page cover letter covering why you want to work with Climate Group and how your experience, skills and knowledge relate to the competencies outlined above.
If you need any further information, require the job advert in an accessible format, or need additional support at any stage of the recruitment process, please contact Mandy Simmons, Head of Events, msimmons@climategroup.org.
Well be holding interviews on a rolling basis, therefore welcome and encourage early applications. The application process is open until filled.
The requisite eligibility criteria, or work visa to work in the UK are a requirement for this position and no relocation and/or sponsorship costs will be borne by Climate Group.